Speech analytics tech on trial

Technology is being trialled that allows businesses to use speech analytics solutions in their contact centres, according to Direct Response.

CallCopy will be selling the software, which it says will allow call centres of all sizes to use these techniques.

This form of technology can help businesses to extract the maximum amount of information from contact recordings, it asserts.

Aculab, a provider of technology for the communications market, now supports video in its Prosody family of media processing products, reports IT News Online.

This additional capability opens new opportunities for service providers, application developers and enterprises using Prosody X hardware platforms and Prosody S host media processing software.

“The continual expansion of video enabled wireless devices is helping drive consumer demand for video and multimedia services”, notes Andrew Nicholson, product manager for Aculab.

India is the hub of global business process outsourcing (BPO), but this positive distinction has a negative side as well, states CIOL.

The world leader in BPO business is also leading in call centre cyber crimes.

This and more such findings have found place in a recent study by the University of Brighton, which says the recession is driving computer-literate criminals to electronic scams.